A lead reaches you in one of several ways. Someone fills in the form on your website, books a slot through your booking page, calls and gets your Receptionist, or rings the number on one of your ads. Different doors, same thing: a person who wants work done.
Beside turns every one of them into a single request, delivers it to the places you actually work from, and then follows it all the way to paid.
That is the part most businesses lose money on. Not the lead arriving, but the lead arriving somewhere nobody looks.
Where your leads come from
The door | What Beside captures |
Your website form | Everything the visitor typed, plus the page they were on when they typed it |
Your booking page | The booking itself, already scheduled, so no callback is owed |
A call your Receptionist answers | Who called, what they wanted, and what your Receptionist agreed with them |
A call to an ad number | The call, answered or missed, with the ad and the landing page that produced it |
💡 One person, one request: If the same call comes in through two doors at once, your Receptionist and a tracked ad number, Beside folds them into one request rather than raising two. The same is true when someone calls twice in quick succession.
Where a new lead shows up
On your phone, as a callback card
A request from your website arrives in the Beside app as a card in that customer's chat, with a Call back button and the request laid out underneath:
Service and Notes, in the customer's own words
Address and ZIP / location, when they gave one
Anything else your form asks for
If the lead came from a paid ad, the card also carries the Google Ads keyword, the Google Ads location and the Source page, so you know what you paid for before you dial. Paid leads are marked high priority, so they stand out on your phone rather than sitting in the pile.
Beside also files the lead's name in your Beside contacts, so the next time they call you see a name rather than a number.
A booking made through your booking page arrives as a booking notification instead. It is already in the diary, so there is nothing to call back about.
In your customer system
If you have connected one, the same request is created there too, with a note holding what the customer typed and where they came from.
📌 Which systems receive leads today: Housecall Pro and GoHighLevel. Other systems you connect still let your agent read your jobs and quotes, but new leads are not written into them yet.
On your Beside Agent page
Each new request is noted on the feed, as New job request with the customer and what they asked for. There is no separate page listing them: the customer's own record is where you see their full history. 📖 Manage your customers and leads
Your customer system is told once
This is worth understanding, because it sets what to expect.
Beside creates the record in your customer system when the lead arrives, and then leaves it alone. It does not push later changes across, and it does not read your changes back into the card. Whichever system you run your day from stays in charge of it.
So if you book the job in Housecall Pro, Housecall Pro is right and Beside is not watching over your shoulder. What Beside tracks is the request's own progress, below.
The steps a request goes through
Every request moves through the same five, and Beside records the moment each one happens:
Step | What it means |
New | The request arrived and nobody has been in touch yet |
Contacted | Someone reached them. Tapping Call back on the card is what usually records this. |
Booked | There is a slot in the diary. A booking through your booking page starts here, and a slot agreed on a call is recorded from the call itself. |
Completed | The work is done |
Paid | The money is in |
Steps can be skipped. A booking made online is booked without ever having been contacted, and that is not a gap.
When a request ends early
Not every lead becomes a job, and Beside would rather record why than leave it looking open forever. A closed request carries its reason: could not reach them, they did not book, the customer cancelled, the customer did not show, the business cancelled, never paid, or not a real request.
That is what keeps your Convert numbers honest: the leads you lost are counted, with the reason. 📖 Understand your Convert score
Who records what
Three things move a request forward, and each is recorded as itself on your Beside Agent page:
You. Tapping Call back notes Owner called [name] back and marks the request contacted.
Your calls. When a slot is agreed on a call, that is recorded as the booking without anyone typing anything.
Your agent. It can mark a request as reaching a step, or close it, and each one is noted as an agent action under your autonomy. 📖 Choose what Beside can do on its own
✅ Calling back stops the chasing: When you tap Call back, Beside drops the follow-up texts it had queued for that lead. You have just spoken to them, so it does not text them as well.
If a lead does not arrive somewhere
Delivery is retried on its own for a while. If it still cannot get through, Beside raises a task rather than letting the lead disappear, and which task tells you how worried to be:
Call [name] back is urgent. It means the request could not be delivered to your phone, so nothing else is going to surface this lead. Call them.
Add [name]'s request to [your system] is routine. The request is safe in Beside and already on your phone; it is the copy in your customer system that did not land, and you can add it when you get a minute.
Troubleshooting
A lead is on your phone but not in your customer system. Check that the system is connected, and that it is Housecall Pro or GoHighLevel, the two that receive new leads today. If it is connected and the lead is missing, look for the routine Add [name]'s request task.
You booked the job in your own system and Beside still shows it as new. That is expected. Beside is not told about changes you make in your customer system, so the step is recorded when it reaches Beside another way, through the call, through you, or through your agent.
Nothing arrives from your website at all. Your website form and booking page only produce requests when the site is the one Beside built and publishes. 📖 Set up your Beside website
FAQ
Somebody called twice and I only see one request. Why?
Somebody called twice and I only see one request. Why?
On purpose. Two calls from the same person close together are the same request, not two, and a call that both your Receptionist and a tracked ad number saw is one call. Raising two would have you calling the same person back twice.
Will Beside keep my customer system up to date?
Will Beside keep my customer system up to date?
No. It creates the lead there once, when it arrives, and never touches it again. Your system stays in charge of what happens to the job afterwards, and Beside does not overwrite your work.
My customer system is connected but new leads are not appearing in it.
My customer system is connected but new leads are not appearing in it.
New leads are written into Housecall Pro and GoHighLevel today. Connecting another system still lets your agent read your jobs and quotes, which is what it uses to chase unclosed quotes and ask for reviews, but it does not yet receive new leads. 📖 Connect your tools to Beside Agentic
Does a missed call count as a lead?
Does a missed call count as a lead?
Yes. A missed call to one of your ad numbers becomes a request like any other, which is the whole point: a missed call is a customer you have not lost yet.
My agent marked a request as booked and it is not.
My agent marked a request as booked and it is not.
Open the task on your Beside Agent page: it records what your agent read and when. If it is reading your calls wrong, keeping that area on Ask first means it proposes the change instead of making it. 📖 See what Beside did for you
Does capturing a lead cost credits?
Does capturing a lead cost credits?
No. Capturing a request, delivering it and recording its progress are part of how Beside works, not deliverables. Credits are spent when Beside sends something for you, like a follow-up text. 📖 Understand your plan and credits